Overview

Advanced Support

Seamless data availability, optimal application performance, and reduced IT risk are critical to business success. Oracle Advanced Customer Support Services delivers tailored, mission critical support services to help you maintain and maximize the performance of all mission critical Oracle systems.

Our partnership with Oracle Support and Oracle's engineering teams combined with a collaborative, long-term relationship with your IT team provide a highly integrated approach to helping you meet your complex IT requirements.

"Oracle Advanced Customer Support Services has contributed to our success by making the application available. In addition, even when we had issues, they ensured that the system returned to service as quickly as possible."

Bryon Rickey, AT&T

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Choose from a portfolio of mission critical support services that you can tailor to your IT and business needs. Our engineers provide proactive and preventive support using advanced diagnostic tools to help you increase system availability, reduce risk, and accelerate ROI across the Oracle stack: applications, middleware, database, servers, and storage systems.

ACS Services delivers mission critical support across the entire Oracle technology stack to help you increase performance, reduce downtime and minimize risk.

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Chapter 1

High Availability with Mission Critical Support

Achieving and maintaining a stable, highly available IT environment can be a complex and costly challenge. That's why personalized, mission critical support is crucial. Oracle Advanced Customer Support Services delivers mission critical support tailored to your unique needs—from a comprehensive solution support center to specific advanced support assistance. These annual services help maximize availability for your mission critical environment.

Learn how Oracle Advanced Customer Support Services helps maximize availability and performance and reduce risk with Oracle Solution Support Center.

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Oracle Solution Support Center

Oracle Solution Support Center is the most comprehensive Oracle Advanced Customer Support Services offering. An Oracle Technical Account Manager and a dedicated team of advanced support engineers work closely with you, both onsite and remotely, to provide 24/7 personalized support across the entire Oracle stack. Critical issues receive immediate attention from the team through a 24/7 dedicated toll-free hotline. Proactive advice, regular patch and performance reviews, as well as preventative services with diagnostic tools are delivered to ensure your Oracle environment is continually optimized.

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When business continuity is crucial and you need mission critical support, Oracle Advanced Customer Support Services delivers it with a dedicated support team, proactive guidance, and preventative services.

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Oracle Business Critical Assistance

Oracle Business Critical Assistance provides a dedicated Oracle Technical Account Manager who works with you to document a personalized support plan. You get access to advanced support engineers who will assist you with production-critical service requests and provide you with preventative advice that includes technical alerts, patch information, and release announcements, along with proactive advice about the use of Oracle Support tools and procedural best practices.

Oracle Priority Service

Oracle Priority Service provides an Oracle Technical Account Manager who has knowledge of your IT environment, business, and timelines, and who proactively manages problem resolution and escalations. Also, your service requests receive priority handling from Oracle's support delivery teams for faster response and resolution times.

Oracle Advanced Support Assistance

Oracle Advanced Support Assistance gives you the benefit of an Oracle Technical Account Manager who provides proactive guidance to ensure timely and accurate escalation of production-critical service requests.

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Chapter 2

Reduced Risk with Oracle Advanced Monitoring & Resolution

Mission critical environments demand 24/7 monitoring and support. Oracle Advanced Monitoring and Resolution provides remote monitoring and resolution across the entire IT stack. These annual services help you quickly identify and resolve issues as well as reduce risk.

Learn how Oracle Advanced Customer Support Services helps to maximize availability and performance with Oracle Advanced Monitoring and Resolution.

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An Oracle Advanced Support Engineer acts as your single point of contact and works with an Oracle advanced support team at one of three global control centers to identify and resolve issues before they affect your business. This team leverages Oracle best practices and a comprehensive diagnostic toolset.

Through a unique client portal, all service activity can be monitored, inventory management can be accessed, and historical data can be searched. Issues are quickly resolved using an automated knowledgebase to compare new incidents with past experiences.

Key Service Activities

Advanced resolution. Resolution services include predictive monitoring and technology expertise for system administration and incident resolution. A dedicated team delivers proactive and preventive support to get issues resolved fast.

"[Oracle] Advanced Customer [Support] Services gives us expedited response to service requests, top-priority issue resolution, and access to deep technical expertise any time we need it. I can rest easy knowing that Oracle experts are standing by to help us during peak times."

Bob Yanckello, University of Central Florida

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Chapter 3

Accelerate ROI with Production Readiness & Optimization Services

Along with high availability and reduced risk, accelerated return on investment of Oracle technology is key to meeting business and IT objectives. Oracle Advanced Customer Support Services helps accelerate return on investment with production readiness and production optimization services. You choose from a set of fixed price, advanced support packaged services according to your unique needs. Oracle Advanced Support Engineers utilize proven methodologies as well as advanced support diagnostic tools.

Production readiness services are designed to accelerate deployment and adoption by helping ensure that you are ready to support preproduction and go-live operations. These services include installation, configuration, and reviews ranging from preproduction to go-live support.

Production optimization services are designed to help you achieve optimal performance and maximum availability. These services include performance and production diagnostic reviews, advanced support knowledge workshops, and patching services.

Oracle Fixed Scope Services allows you to choose from a set of advanced support packaged services that span the entire solution lifecycle.

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Start-Up Pack for Engineered Systems

Oracle delivers start-up packs for Oracle Exadata, Oracle Exalogic, Oracle Exalytics, and Oracle SPARC SuperCluster that help you accelerate deployment as well as maximize the value of your Oracle technology investment. Through a lifecycle services approach, Oracle Advanced Customer Support Services, in partnership with Oracle Consulting, delivers an integrated services solution for each of these Oracle systems, such as planning, installation, configuration, production support readiness reviews, and quarterly patching.

Learn how Oracle Advanced Customer Support Services helps maximize performance of Oracle Exadata and Oracle Exalogic with deployment and mission critical support services.

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Chapter 4

Faster Adoption with Advanced Support Expertise

Oracle Advanced Customer Support Services engineers and technical service managers deliver in-depth knowledge of Oracle products as well as best practices and advanced support tools.

Oracle Advanced Support Engineers and Oracle Technical Account Managers work with you onsite and remotely to provide proactive and preventive support as well as tailored technical assistance to help accelerate adoption and optimize performance of Oracle technology. Through a collaborative relationship with your IT team, we understand your business and IT requirements.

Oracle Advanced Support Engineers help ensure that your Oracle technology is installed, configured, deployed, optimized, and maintained according to Oracle best practices. Our experienced engineers leverage expertise across Oracle Support and Oracle's engineering teams to provide an integrated solution tailored to your needs. In addition, Oracle Advanced Support Engineers utilize diagnostic and monitoring tools to anticipate, identify, and remediate issues for all Oracle mission critical systems.

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"I would recommend Oracle Advanced Customer Support Services because they provide comprehensive solutions... as well as [an] onsite dedicated engineering team to provide faster business solutions."

Chandra Rapolu, Cisco Systems

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Oracle Technical Account Managers (TAMS) provide expertise and technical guidance during implementation and beyond for faster adoption of your technology. TAMS work with you every step of the way by providing planning and governance based on best practices, as well as process optimization, while keeping in mind your technology requirements and business goals.

Oracle Technical Account Managers proactively manage your advanced support needs by providing a single point of contact for support requirements, delivering advice on your support needs, and ensuring that service requests are addresses quickly and effectively. These delivery managers also provide regular reports and reviews.